entering email at register along with address doesn't save for sending receipt

[RCT]

The past few times I have entered a customer the register, I would add their email address.  I figured once added there, at the time of submitting the payment, it should already know the email and send the receipt.

But it doesn't.  And if this is the customers first time buying via Square, then it asks me again.  I end up having to ask the customer to repeat their email address when it's a long odd type email to send the receipt.  Some you can tell they thought it was a bit annoying when I ask again.

Is there a way to have what we add at the register carry over for sending the receipt?

[Tom · Accepted solution]

Hi @RCT, thanks for bringing this up.

I see what you mean: adding the email address to your customer's profile doesn't equate to associating their email address to their payment card for automatic receipts. For now, your customers will still have to enter in their email address for automatic receipts if it's the first time that payment card has been used with Square.

I can see how syncing up these two features would streamline your workflow, so I'll definitely be sharing this with our Product Liaison team. Thanks for your patience as we continue to improve, and please don't hesitate to reply with any other questions or concerns!

[RCT]

Square was far better when I first started July 2015 than my previous service before July 2015 hands down. Even since then, Square has continually listened to its customers to try to better their product 🙂

So thanks for listening.

I think for now until it's changed, I'll see if it's easy to copy the email address via my tablet, and paste it if needed for a receipt.

I'm still not as quick at copy paste on my tablet as I am on my desktop computers 😄

[Tom]

We appreciate your flexibility, @RCT! Hopefully your copy/paste workaround helps in the meantime. We'll definitely circle back to this thread if there's anything else we can offer.

Thank you as always for taking the time to share your insight. 💯

[Tom68]

Hi Tom,

I have been using Square for my membership renewals and sales at events and for the most part it is awesome.  One really annoying issue is that I have all of my members in the customers area and when I ring up a sale and add the customer to said sale and then tender out it nevers populates the email address with the one on record.  Any idea why?

-Tom

[Tom]

Hey @Tom68 — welcome to the seller community and thanks for taking the time to share your experience!

To be sure I'm on the same page, are your customers paying with credit cards or other tender options? It sounds like the issue may be due to the fact that the email address entered into your Customer Directory does not sync with the payment card for receipts. As your members return to make a purchase, if they've entered in their email address with a card they've used previously — our automatic receipt feature should take it from there.

I still do not have any updates available for this request but I'll pass this over to our Product Liaison team — we will certainly come back to this thread once we have additional information. If you'd like us to have a closer look at any particular set of payments and receipts, please let our Support Team know — we'll make sure nothing slips by.

Appreciate your continued patience as we're always working to improve.

[Tom68]

In this instance the payment type is Check.  I enter in the product purchased, add customer to sale (customer was already in the database) and then process it.  When I tender I still have to enter in the customers email address, even though it is already in the dBase.

[TuppHeidi]

I have this same problem. I add the customer to the sale and then when they pay with cash, check, or a credit card (with a square email receipt email not already tied to that credit card), I still always have to enter their email in a second time for the receipt. This redundancy causes checkout to not flow smoothly. Please autopopulate the email from the customer information into the send email receipt screen.

[Tom]

Got it. Thanks for confirming, @Tom68.

I took another look into this and adding the customer to the sale before selecting other tender (e.g. Check) did end up with the customer's email pre-populated for a digital receipt. If you haven't had a chance already, can you try troubleshooting the app and see if that helps resolve?

For reference, these are the exact steps I took — I happened to be using an iPhone with the latest version of Point of Sale:

1. Select the item for sale or enter a custom amount from the Current Sale screen.
2. Tap Current Sale at the top of the screen.
3. Select the dropdown menu in the upper right corner > Add Customer.
4. Search and add the customer > Add to Sale > X.
5. I was then taken back to the sale screen, and the customer name displayed at the top of the screen.
6. Complete the sale > Charge >  Other > Check > Tender.
7. The email address pre-populated as an option for sending the digital receipt.

If, after giving the troubleshooting tips a run-through, it's still not working — please contact our Support Team. They'll have a closer look at your account and make sure this gets resolved ASAP. Hope this helps clear things up!

[Bakedbysusan]

Hey any updates on incorporating this basic feature ?   ie. email adrress field is not already populated for customer who is already in our customer directory.  As mentioned, one needs to enter it manuually.  How annoying for a customer to tell you this every time??  Also curious when you say "you'll share it with your Product Liason Team"  what do they do with the information you provide them?  Do they act on it ?  

[Tom]

Thanks for checking in, @Bakedbysusan. There haven't been any changes to this functionality yet — sorry for any awkwardness that this is causing with your customer.

Your customer should only have to enter in their email for receipts the first time they use their payment card. After that, they should receive an automatic receipt whenever they use that particular card with any Square seller in the future.

Regarding your last question, yes, our Product Liaison team keeps track of both the number and content of requests from sellers. They take the customer experience seriously and we're constantly funneling feedback to our developers to make sure it's factored in to decisions that are made. For more information and a comprehensive review on how the process works, please have a look at Kelly's post: Feature Requests & the Seller Community.

Again, I apologize for any frustration that the lack of this feature is causing right now. Thanks for sticking with us, and please let us know if anything else comes up.

[cmusicshop]

Add me to the request for the email populating automatically when a customer is already in the database.  Just today I had a customer pay an invoice online, I added him to the customer list and today he stopped by for another purchase and adding him more or less did nothing.  Definitely a needed feature.

[Tom]

Thank you, @cmusicshop, I will surface this with the appropriate team members as well. There's still a lot we can do here to offer more continuity here. Please keep in touch as we'll update this thread with any news.

[RCT]

this is what I did this year when I remembered.  If a new customer, I added the name, address, asked for the email, the immediately did a select all in the email field, then did a copy.  Saved the info and added to sale.  When it got to the point of sending a receipt, if it did'nt automatically go through then I did a Control Paste of the email then selected submit.  It saved me from retyping and asking a 2nd time 🙂

[XtremeLarry]

It actmatically sent email the first few times for repeat customers but not anymore??

[puka]

Hey @XtremeLarry - Just to clarify, is it asking repeat customers for their email addresses again at checkout?

[XtremeLarry]

Email is on customers data but asked to send receipt either email or phone. 

[Chad]

Interesting @XtremeLarry, when a customer checks out is the email address automatically populated? 

SMS receipts never send automatically, so we can rule that one out. 

[TroyM]

I am having the same issue.  Customers are not automatically receiving the email receipt eventhough their email info is already in the system and have sucessfully recieved them in the past.  I had even tried going online and resending them the email and it is still not going through.  Please help!!

[Tom]

Hi @TroyM, welcome to the seller community and I'm sorry hear about the trouble you've been encountering with this.

In your case, since your customers have entered in email addresses specifically for receiving receipts and have received them in the past — I'd suggest asking them to double check their spam folders as our messages do sometimes end up there. If that doesn't clear things up, please let our Support team know and provide specific payment where this happened, if you can. With that information, they'll be able to take a look behind the scenes and escalate if necessary.

Hope this helps get you in the right direction.